Totango

DECEMBER 7, 2023

Merging sales and customer success (CS) is a delicate art that is often challenging but necessary for driving business results and creating a frictionless customer journey.

Sales 90

Sales NPS Customer Journeys Customer Success 90

Retently

MARCH 16, 2022

But there’s still one area that’s neglected all too often – Customer Success. As SaaS companies spring up, the essential Customer Success role is being rolled into Customer Service. What is the role of Customer Success? The Customer Success Manager (CSM) is thus not a passive role.

Customer Success 164

Customer Success Net Promoter Score Customers Customer Retention 164

Gainsight

APRIL 15, 2022

But you know all this—you’re the hero who has decided to save your company with the superpowers of customer success! The only way you can save the day is to get customer success up and running quickly, with the organization’s support. Customer success is a team effort, more Avengers than Batman.

Customer Success 97

Customer Success Effort Score Net Promoter Score Chief Customer Officer 97

Totango

AUGUST 14, 2020

In our latest installment in the CXO Series , we sat down with Stephanie Comardelle, Vice President of Customer Experience, Success, and Solutions at Lucid to discuss what it takes to implement a stakeholder engagement plan at a time when there is so much going on as well as how they are managing their new customer success program. .

Customer Success 156

Customer Success Sales Feedback Groups 156

Education Services Group

NOVEMBER 8, 2021

The 2021 Customer Success Leadership Study is out! Especially when they are telling a story about how Customer Success is booming. Without further ado – here’s a quick recap of the 2021 Customer Success Leadership Study! I don’t know about you, but I love data. Numbers are the best.

Study 52

Study Leadership Customer Success Chief Customer Officer 52

ChurnZero

JANUARY 25, 2024

How will customer success jobs, and the skills they require, evolve in 2024? With technology advancing and customer expectations rising, customer success has become an essential force driving business growth and customer loyalty within the SaaS industry.

Customer Success 52

Customer Success Trends Chatbots Leadership 52

ChurnZero

SEPTEMBER 4, 2020

Whether it’s scheduling meeting requests , sending follow-up emails, or identifying opportune outreach moments , automati on gives you a sixth sense and an extra hand (or 2 0) to drive more effective engagements a cross all your accounts. Scenario #1 – Strengthen f eature adoption based on behavior .

Customer Success 87

Customer Success Engagement e-support Tips 87

ClearAction

JULY 20, 2023

Customer Success Technology Buyer Guide Lynn Hunsaker Customer success technology is sure to grow in importance and array. I lived in Silicon Valley for the past 3 decades and saw the inside story across a wide variety of applications of customer success technology.

Technology 62

Technology Customer Success Consulting ROI 62

Gainsight

JANUARY 26, 2022

In the era of Customer Success 2.0, the solid force of customer-centricity ensures that no department is isolated within your company, certainly not the Customer Success team. CS adds value to all parts of your business, whether Product, Sales, or Marketing. Creating Alignment Between Sales and CS.

Sales 111

Sales Customer Success ROI Customer Centricity 111

Gainsight

MARCH 8, 2023

Today, financial leadership is transforming once again. Gainsight CEO Nick Mehta champions a concept known as “ human-first leadership.” In recent months, I’ve realized that to overcome the challenges we now face, we need a new evolution in financial leadership: the rise of the human-first CFO. Look in the mirror.

Leadership 52

Leadership Financial Conference Communication 52

ChurnZero

DECEMBER 2, 2021

12 Key Takeaways from ChurnZero’s BIG RYG Virtual Customer Success Conference. It’s a wrap on ChurnZero’s 2021 BIG RYG Virtual – our online Customer Success conference. An acronym for Red, Yellow and Green, RYG represents the common indicators of customer health. Then, back into the tech stack from there.”

Conference 98

Conference Customer Success Leadership Sales 98

ChurnZero

MAY 3, 2022

Whether you’re building your expertise in cooking, crocheting, coding, or Customer Success, YouTube is now the place to level up. Let’s explore five of the best Customer Success YouTube channels for learning how to fight churn, understand industry trends, and position yourself for professional success in CS.

Customer Success 98

Customer Success Customer Journeys Customer Centricity Tips 98

Gainsight

DECEMBER 21, 2023

For a long time, proactive vs reactive was a common debate among Customer Success professionals. Now, the verdict is in, and everyone agrees that proactive Customer Success Managers (CSMs) are best positioned to drive value and deliver a better customer experience. Control over the customer experience.

Customer Success 52

Customer Success Company How To Effort Score 52

ClientSuccess

DECEMBER 21, 2021

Any customer success leader worth his or her salt isn’t making strategic, department-wide decisions based on gut feelings. Instead, customer success leaders lean on hard numbers, insights, and data to help steer their team’s decision-making.

Metrics 100

Metrics Customer Success Net Promoter Score Effort Score 100

ClientSuccess

NOVEMBER 9, 2022

High-performance sales and marketing teams have relied on operations resources for years to streamline operations, optimize workflows, and ensure efficient processes. Here are three considerations to take into account when it comes to investing in customer success operations: 1.

Customer Success 68

Customer Success eBook Resources Metrics 68

ChurnZero

OCTOBER 15, 2021

Where is Customer Success Headed in 2022? Customer Success gradually, then suddenly, came to exist. Customer Success gradually, then suddenly, became essential to SaaS companies. Customer Success gradually, then suddenly, joined the C-suite. Customer Success flexes its authority.

Customer Success 97

Customer Success Metrics Customers Trends 97

Education Services Group

AUGUST 31, 2022

Speakers: Chris Singh , Chief Customer Officer, Blackbaud. . CCO of Blackbaud, Chris Singh, joined our VP of Customer Success, Peter Armaly for this month’s webinar, to discuss how to embrace the concept of the post-sale environment as an entire ecosystem. Q: Do you use surveys to measure success and value?

Sales 52

Sales Effort Score Chief Customer Officer NPS 52

ChurnZero

JANUARY 6, 2022

Customer Success represents a large source of revenue-generation for SaaS businesses. Though Customer Success was originally regarded as a post-sale cost center, you can flip its narrative with the right metrics, positioning, and forecasting strategy. When people think of top-line growth, they often think of Sales.

Metrics 98

Metrics Customer Success Customer Journeys How To 98

ChurnZero

NOVEMBER 18, 2022

As a Customer Success leader, do you find yourself watering down your budgetary requests? According to our 2022 Customer Success Leadership Study, CS teams are already underfunded and under-resourced. How Customer Success can win more resources, budget, and credibility with Jeff Heckler.

Customer Success 98

Customer Success Leadership Customers Sales 98

West Monroe

APRIL 28, 2024

There are also questions around the ownership and accountability model for renewals: for example, whether renewals should reside within sales or customer success, if a separate renewals function is necessary, and what the accountabilities/remits for renewals should be between customer success managers and sales reps when both are responsible.

Software 52

Software Customer Retention Roadmap Sales 52

Gainsight

JUNE 2, 2022

When customer growth outpaces company size, you not only have to adapt to the sales and service needs of your base, but also keep pace with ensuring new and existing customers are achieving their desired outcomes from your product or service. . All of this falls under the umbrella of scaling customer success.

Customer Success 52

Customer Success Resources Customers Sales 52

ClientSuccess

FEBRUARY 8, 2023

There are an overwhelming amount of metrics that you can measure to track customer success. So, to break through the fray and give you a place to start, Client Success has created THE list of the most valuable customer success metrics.

Metrics 75

Metrics Customer Success Net Promoter Score Effort Score 75

ChurnZero

OCTOBER 1, 2022

Why is it that the need for operations in marketing and sales is never questioned, yet Customer Success isn’t given the same allowance? Even though CSQLs have a lower customer acquisition cost, faster rate of return, and high close-rate, says Tony D’Auria, industry principal at Valuize, a customer lifecycle consultancy.

Customer Success 97

Customer Success B2C How To B2B 97

ClientSuccess

JUNE 15, 2022

As any customer success professional knows, learning and growing in your profession never really ends. Why let your development as a customer success professional fall behind? Stop right there if you’re thinking, “what else about customer success do I stand to learn?”. Continuing education for CSMs.

Customer Success 52

Customer Success eBook Leadership Innovation 52

CustomerSuccessBox

SEPTEMBER 20, 2021

Over the last few years, we’ve seen a lot of growth in the Customer Success space, which means there’s now even more content out there on the web for you to research, consume and rely on. Let’s look at the top customer success blogs. Role of Customer Success Manager in a SaaS Company. CustomerSuccessBox.

Customer Success 64

Customer Success Customer Centricity Consulting B2B 64

CSM Practice

DECEMBER 19, 2021

This saying applies to your Customer Success Technology stack more than anything else. The tools in your stack must work together to provide an exceptional customer experience. . Customer Success is a rapidly evolving function. Yet, Customer Success is often undervalued and underfunded.

Customer Success 98

Customer Success How To CRM Software 98

ChurnZero

FEBRUARY 17, 2021

Each inquiry, advisory engagement, and workshop that they conducted, was tagged to a corresponding business challenge. Wondering what is top of mind for companies when it comes to Customer Success? Top 20 Business Challenges for Customer Success According to TSIA. TSIA Resource: The State of Customer Success: 2021.

Resources 78

Resources Customer Success Tips Analytics 78

ClientSuccess

FEBRUARY 15, 2022

While customer success leaders, HR representatives, and other key stakeholders are often involved in the hiring process at every step of the way, the structure of your organization could warrant additional team members from different departments being involved in the hiring process. Customer Success Deep Dive.

Customer Success 81

Customer Success Case Study eBook Touchpoint 81

CustomerSuccessBox

MARCH 4, 2022

Congratulations on being promoted to the VP-Customer Success ! Especially, in the field of Customer Success. That’s understandable; you’re probably your company’s first Customer Success executive, and this is your first time in the position. VP-Customer Success Job Description (Sample).

Customer Success 52

Customer Success Customers Leadership Sales 52

Gainsight

OCTOBER 5, 2021

Across decades, in any industry, business leaders have obsessed over their customers. Whether a business serves five or 500,000 people, the opinion and experience of those customers are critical to the longevity of that business. . Today’s leadership also obsesses over their customers with one key difference.

Customer Success 45

Customer Success Customers Sales Leadership 45

ChurnZero

NOVEMBER 4, 2022

With sweeping layoffs, forecast misses, and budget cuts in the news, there’s one question running through the mind of every Customer Success leader right now: What can I do to prepare my department for the impacts of the economic downturn? Customers will respect and trust you infinitely more when you’re upfront with them.

Customer Success 98

Customer Success Customer Centricity Customers Sales 98

ChurnZero

AUGUST 14, 2020

At ChurnZero, we’re humble enough to admit that Customer Success software can’t do it all, and quite frankly, it shouldn’t. We stick to our circle of competence and focus on our area of expertise: Customer Success software. It’s Customer Success for us. Customer Relationship Management (CRM) Software.

Software 87

Software Customer Success NPS Net Promoter Score 87

Gainsight

JUNE 3, 2021

.” When Gainsight decided to create the eight-volume Executive Playbooks ( Playbook #1 is now live ), we were responding to a call from customers, partners, and the customer success community. CS is a belief system that opens the door for cross-company collaboration to achieve customer goals. Where should you start?

Leadership 40

Leadership Chief Customer Officer Customer Success Customer Journeys 40

ClientSuccess

APRIL 19, 2019

For customer success organizations that are either building their team, scaling their team, or re-defining their processes, they know firsthand how many components go into planning and determining the right customer engagement model. What is an Engagement Model? 4 Engagement Models For Customer Success.

Customer Success 44

Customer Success Engagement Resources Software 44

ChurnZero

DECEMBER 18, 2020

With each passing year the Customer Success industry matures and meets new challenges along the way, and this year has been nothing short of challenging in many ways. . Q&A Recap: Speakers: Megan Macaluso , VP Customer Success & Operations, ESG. Jay Nathan , Chief Customer Officer, Higher Logic.

Study 87

Study Customer Success Chief Customer Officer Leadership 87

ChurnZero

MAY 20, 2021

When you build a Customer Success organization from the ground up, it’s easy to get caught in the trap of doing the wrong things well. To figure out where you should begin on your growth and scaling journey, it’s helpful to first orient yourself with where you stand using a Customer Success maturity model.

Customer Success 90

Customer Success Customer Journeys Resources Touchpoint 90

CustomerSuccessBox

DECEMBER 6, 2021

With the grace of a number of Customer Success communities, we have come a long way to 2022. Where now we see a new avatar of the emerging customer success, with the rise of customer advocacy and expansion putting in greater emphasis on customer onboarding. Lincoln Murphy. Aaron Thompson. Alex Farmer.

Customer Success 52

Customer Success Consulting Chief Customer Officer B2B 52